January 21, 2025
Gecko, a leading provider of student engagement technology for higher education, has released its end-of-year support metrics, demonstrating exceptional service levels that set new standards in the education technology sector. The company achieved a remarkable 99.6% positive conversation rating while managing over 3,300 support conversations in 2024.
Most notably, Gecko’s support team maintains a median first response time of just 1 minute and 16 seconds – a time that has improved by 8 seconds compared to the previous period. The team resolves most inquiries within 1 hour and 5 minutes, showcasing their commitment to swift, effective support.
This achievement reflects Gecko’s philosophy that customer success is integral to the company’s mission, not an optional add-on. Unlike many technology providers who charge premium rates for support packages, Gecko includes comprehensive support, training, and customer success services as standard with every subscription.
“Our approach is simple – it’s our job to make institutions successful, regardless of their size or spend,” says Matt Lanham, Founder & CEO of Gecko. “We don’t want cost to be a barrier to accessing the support needed to maximise value from our platform.”
Jonny Urquhart, Head of Customer Success at Gecko, adds: “At Gecko, we’re all about making life easier for our clients. The customer success team’s amazing response times and 99.6% positive rating show just how much we care about getting things right. For us, it’s not just about fixing problems—it’s about helping institutions get the most out of Gecko every single day.”
Key aspects of Gecko’s support model include:
This customer-centric approach has earned recognition from partner institutions, with many citing Gecko’s support as the best they’ve experienced from any technology vendor.
The company’s support structure includes unique elements such as the ability to declare internal “fires” for critical issues, which can mobilise resources across the organisation, including executive leadership, to resolve urgent customer challenges. “We’ve built our support model around the principle that customer success is everyone’s responsibility,” notes Lanham. “When a customer needs help, our entire organisation is ready to respond.”
Gecko provides the leading student engagement platform for higher education, empowering institutions to create meaningful connections with students throughout their educational journey. Our innovative solution combines AI-powered technology with deep higher education expertise to help institutions attract, engage, and retain more students.
Learn more at geckoengage.com
Media Contact: Amy Burt, amy.burt@geckoengage.com
